Customer service software for customer experience leaders
Turn customer experience into your competitive advantage
Deliver a world-class experience to every customer, every time they need you. You’re ready to respond accurately and efficiently at any time with Genesys solutions. Customer satisfaction creates brand loyalty. And brand loyalty equates to industry leadership, greater profits and differentiation from your competitors.
Learn more about…
Gartner Report—The Future of the Contact Centre
Communication the way your customers want it
Offer a more personalised experience each time your customers contact you the analytics and tools in our solutions. Through digital and self-service options, customers can choose how and when communicate with your company. And you have insights and visibility into every communication for quicker routing and resolution. Genesys contact centre solutions also give you the ability to track issues through to resolution. Improved workflow and tracking capabilities help increase your Net Promoter Score, while driving greater profitability and customer centricity.
Know exactly what your customers want
Understand customer behaviors and increase the customer focus of your organisation. Genesys predictive analytics tools use artificial intelligence (AI) and machine learning to anticipate customer needs and route interactions to the best resource for fast resolution. Offering multiple channels for first customer contact transforms the communication process and encourages self-service, when appropriate. And self-service can free up your workforce, enabling them to focus on more urgent requests and ultimately increasing customer satisfaction.
“We’ve seen great improvements in our survey ratings,” says Paula Mullan, Senior Manager Contact Centre Transformation for Westpac NZ. “Customers feel more valued at the end of the call, which is a major contributor to raising our overall Net Promoter Score.”
Send the right message at the right time
With advanced analytics and outbound tools, your customer service team can communicate in the customer’s preferred manner and positively set their expectations. With the customer experience management platform, you can build trusted relationships through timely targeted messaging on everything from product alerts to promoting unique sales offers and relevant marketing assets. And real-time tools can quickly assess if a customer requires special attention. When you integrate the right tools, you increase your ability to better serve your customers every time.
Align your team to customer needs
Match your company’s products and services with what your customers want and need to maximise growth and productivity. Anticipating your customers’ next steps in their journey lets you meet your target metrics and develop the right team to create sustainable growth and increase profitability. Genesys contact centre solutions give you visibility into your customers’ current and future needs. And that makes it easier to plan for your team’s development and better align products, marketing and sales to customer preferences.
“We are very satisfied with Genesys and its partners. Better customer experience has also brought new growth in our sales revenue and checkout conversion rate.”
Fan Bo, Senior Director Sales and Operations Management Centre, VIPKid